IT Help Desk Analyst

Overview

In business for more than 70 years, Republic Finance is a trusted lender in over 300 communities across the United States. We specialize in flexible lending solutions and outstanding customer service. Our company culture is about helping customers, investing in our employees' future, and ensuring our performance makes an impact on our community.

Responsibilities

• Manage the shipment and return of IT equipment for remote users and offices, including packaging, tracking via UPS, updating inventory records, and ensuring accurate asset reconciliation.
• Support and administer Okta for Single Sign-On (SSO), including user access troubleshooting, application assignments, account provisioning/deprovisioning, and configuration management within the Okta administrator portal.
• Participate in scheduled on-call rotations, ensuring support availability during evenings and weekends.
• Serve as the primary ServiceNow ticket lead on a rotating weekly basis, assigning tickets to team members for resolution.
• Perform high-level triage of Service Now (SNOW) tickets to assign to the proper groups.
• Support local and network printers/print servers, create print queues, and coordinate with external vendors to submit service requests for managed printers.
• Provide white glove IT support to Executive Leadership Team, ensuring prompt, discreet, and high-quality service for all technical and non-technical issues.
• Maintain the ServiceNow Configuration Management Database (CMDB) by accurately updating records for computers, peripherals, and IT assets, supporting asset lifecycle, compliance, and audit readiness.
• Provide end-user troubleshooting and technical support via phone, chat, and in person.
• Open, document, and manage tickets for incidents and service requests, ensuring timely updates and resolution.
• Add or update access for the Avigilon Altra badging system across supported locations.
• Contribute to team efficiency by documenting resolutions and step-by-step troubleshooting in Service Now knowledge base.
• Support and troubleshoot endpoint security software solutions, including tethering, Sentinel One and FortiClient.
• Support IT asset imaging and deployment; experience with ZOHO ManageEngine is a plus.
• Support, maintain, and troubleshoot A/V equipment in conference rooms and executive offices, including Crestron, Neat Bar, and ClickShare, with integration into platforms such as Microsoft Teams and Zoom.
• Deploy software, updates, vendor patches, and security updates to end-user devices.
• Work with a wide range of technologies including Microsoft Windows OS, Microsoft Office Suite, Dell desktops/laptops, Microsoft Surface devices, HP printers, Apple iOS devices, and Cisco VoIP systems.
• Strong foundational knowledge of networking concepts, including LAN, WAN and core protocols such as TCP/IP, DNS and HTTP.
• Track software entitlements and maintain licensing compliance by managing inventory and ensuring proper documentation of all issued software.

Requirements

• Strong troubleshooting skills for hardware, software, and networking issues.
• Professional interpersonal skills with a focus on customer service.
• Knowledge of IT asset management and inventory practices.
• Familiarity with ServiceNow or similar ticketing systems.
• Working knowledge of Windows and macOS operating systems.
• Strong understanding of networking and A/V equipment troubleshooting.
• Ability to lift up to 50 pounds and stand for extended periods.

Preferred Qualifications

• Experience using ZOHO ManageEngine for imaging and software deployment.
• Hands-on experience with A/V systems including Crestron, Neat Bar, and ClickShare.
• Dell certification or equivalent experience in hardware support.
• Prior experience in a help desk or IT support role.
• Experience with Active Directory, Azure, Microsoft Intune, and Office 365 Admin Portal.